This article is contributed. See the original author and article here.
Microsoft 365 Copilot introduces AI agents that support teamwork—helping groups plan, meet, and communicate more effectively across Teams, SharePoint, and Viva Engage.
The post Microsoft 365 Copilot: Enabling human-agent teams appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
We are pleased to announce the availability of Dynamics 365 Contact Center in Government Community Cloud (GCC), signifying a significant advancement in the communications landscape for government organizations. This launch provides public sector entities with secure, compliant, and innovative contact center technology tailored to the unified voice and digital engagement needs of federal, state and local agencies.
Recognizing the longstanding demand for robust, scalable, and efficient solutions, Contact Center in GCC has been specifically developed to meet these requirements. It unifies widely adopted Microsoft public sector technologies into an AI-driven contact center solution. The solution spans both self-service and representative-assisted capabilities, thereby enhancing resident engagement and increasing employee service efficiency. This milestone highlights Microsoft’s ongoing commitment to delivering AI-powered solutions for government agencies that emphasize security, scalability, and regulatory compliance.
Importantly, Contact Center holds FedRAMP High Certification, ensuring that government agencies benefit from the highest standards of security and compliance for cloud solutions. This achievement underscores our dedication to safeguarding sensitive data and supporting rigorous government requirements.
Government customers can now use Contact Center to:
This offering presents new opportunities for government organizations to advance their contact center capabilities, strengthening their reach and service effectiveness within a secure regulatory framework. The release of Contact Center in GCC demonstrates our continued dedication to supporting public sector innovation, particularly around privacy, security, and compliance.
Contact Center in GCC not only addresses current operational needs but also supports future requirements. We’re delivering scalable and modern contact center technology at the core of government operations. Our solution enables agencies to enhance public sector engagements, improve service provision, and modernize communication. And we’re making all of this possible within a secure and compliant environment.
This achievement is an important step in our ongoing effort to empower government organizations to better serve their communities. For additional details, read the documentation: Dynamics 365 Contact Center | Microsoft Learn
The post Dynamics 365 Contact Center now available in GCC appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
We are pleased to announce the availability of Dynamics 365 Contact Center in Government Community Cloud Moderate (GCC-M), signifying a significant advancement in the communications landscape for government organizations. This launch provides public sector entities with secure, compliant, and innovative contact center technology tailored to the unified voice and digital engagement needs of federal, state and local agencies.
Recognizing the longstanding demand for robust, scalable, and efficient solutions, Contact Center in GCC-M has been specifically developed to meet these requirements. It unifies widely adopted Microsoft public sector technologies into an AI-driven contact center solution. The solution spans both self-service and representative-assisted capabilities, thereby enhancing resident engagement and increasing employee service efficiency. This milestone highlights Microsoft’s ongoing commitment to delivering AI-powered solutions for government agencies that emphasize security, scalability, and regulatory compliance.
Importantly, Contact Center holds FedRAMP High Certification, ensuring that government agencies benefit from the highest standards of security and compliance for cloud solutions. This achievement underscores our dedication to safeguarding sensitive data and supporting rigorous government requirements.
Government customers can now use Contact Center to:
This offering presents new opportunities for government organizations to advance their contact center capabilities, strengthening their reach and service effectiveness within a secure regulatory framework. The release of Contact Center in GCC-M demonstrates our continued dedication to supporting public sector innovation, particularly around privacy, security, and compliance.
Contact Center in GCC-M not only addresses current operational needs but also supports future requirements. We’re delivering scalable and modern contact center technology at the core of government operations. Our solution enables agencies to enhance public sector engagements, improve service provision, and modernize communication. And we’re making all of this possible within a secure and compliant environment.
This achievement is an important step in our ongoing effort to empower government organizations to better serve their communities. For additional details, read the documentation: Dynamics 365 Contact Center | Microsoft Learn
The post Dynamics 365 Contact Center now available in GCC-M appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Microsoft recently finalized an agreement with the European Commission (Microsoft’s “Commitments”) in which we will expand interoperability and data portability resources, and make additional changes to licensing and pricing for Microsoft 365, Office 365, and Microsoft Teams.
The post Evolving our productivity offerings to resolve European competition concerns about Teams appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
In today’s fast-paced digital world, customer experience is paramount. Businesses are constantly seeking innovative ways to engage with their customers and provide seamless, personalized interactions on self-service channels. One of the common challenges in customer interactions is the mismatch between customer sentiment and the voice agent’s response. This can lead to frustration and dissatisfaction, ultimately impacting customer loyalty. For instance, a customer expressing frustration might receive a neutral or overly cheerful response from the voice agent, exacerbating the situation.
One such innovation that addresses this issue is the use of high definition (HD) voices from Azure AI Speech in Dynamics 365 Contact Center, which revolutionizes the way we interact with technology.
High definition voices (HD voices) use neural text-to-speech technology to generate highly natural and human-like speech. These voices are trained on millions of hours of multilingual data, enabling them to accurately interpret input text. Then, they can generate speech with the appropriate emotion, pace, and rhythm without manual adjustments. This results in more engaging and lifelike interactions for users.
Key features of HD voices:
As customers embark on their journey towards agentic architectures, they increasingly rely on generative responses to provide responses grounded in comprehensive knowledge sources. Moreover, the ability to generate dynamic content on the fly allows businesses to address a wide range of customer needs without using extensive pre-programmed responses. This flexibility is particularly valuable in scenarios where customer inquiries are complex or varied. The voice agent can provide tailored solutions that are both relevant and timely.
This shift represents a significant evolution in information available on self-service channels. Generative responses use advanced AI algorithms to dynamically generate content rich and accurate. On voice channels, the personalization is compounded with emotionally aware and engaging voice responses using HD voices. As businesses continue to prioritize agentic architectures, the adoption of generative responses will undoubtedly play a crucial role in delivering more engaging, empathetic, and effective interactions.
When configuring a voice channel in the Copilot Service admin center, select one of the newly available HD voices denoted by the model type in parenthesis at the end of the voice name.
Once you are in Copilot Studio building a voice agent, simply send a message or play a question to a caller, even call upon generative answers, and receive a more emotionally aware response. To increase or decrease the variance in the speech response, simply lower the temperature parameter (ranging from 0 to 1) using Speech Synthesis Markup Language (SSML) where you define a message for the caller. For more variable responses, increase the temperature; decrease the temperature for more stable responses.
Here is a test
HD voices represent a significant advancement in text-to-speech technology. By providing human-like speech generation, emotion detection, and tonal adjustment, HD voices can transform customer interactions and address the challenge of mismatched sentiment. As businesses continue to prioritize customer experience, the adoption of HD voices will undoubtedly play a crucial role in delivering more engaging, empathetic, and effective interactions.
Watch a quick video introduction.
To learn more, read the Azure AI Foundry Blog: New HD voices preview in Azure AI Speech: contextual and realistic output evolved, or read the documentation: Introduction to the voice channel | Microsoft Learn
The post Create empathetic agents with HD voices in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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